The IT service company Sigma publishes the trend report Magnet, which aims to convey inspiration and provide examples of innovative solutions. In the first issue for 2016, our CEO Göran Almén is interviewed about how to best nurture the relationship with your customers.
Many companies forget to continuously nurture the relationship with their customers, but beat the big drum when customer churn is a fact. In connection with the customer canceling their contract, a lower price and better terms are offered. Often, however, it is too late and the relationship cannot be saved. Trying to attract new customers is significantly more expensive than taking care of existing ones. Despite this, many choose to focus on new customer recruitment.
In trend scouting, Göran develops the reasoning as follows: "Companies no longer have the power over how they are perceived. The power lies with the customers. The customer thus becomes your best, or worst, ambassador! And by asking customers, you'll find out what ambassadors like most about your company. And also the other way around, what they don't appreciate.”
Quicksearch helps you continuously measure the customer experience.
Here you will find the trend scouting in its entirety: https://sigmaitc.se/magnet/2016-2/magnet-nr-1-2016/
